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[ShopeePay] Identity Verification (eKYC) FAQ

English | Bahasa Malaysia
 
1. What is identity verification (e-KYC) and what do I need to do? 
To keep the platform more secure, we would require our users to verify their identities through our e-KYC (Electronic Know Your Customer) process.
 
To do so, please have your identification documents (NRIC for Malaysians and Passport for non-Malaysians) ready and ensure you are in a well-lit environment for clearer capturing of your identity.
 
2. How will I know if my identity verification is successful? 
You will be notified on the app. We will also send you a push notification once your application has been successfully verified. Please ensure that your notifications are turned on.
 
3. Why is my application shown as 'Pending'?
Identity verification via e-KYC will usually generate immediate results. However, in certain scenarios, we would require more time to process the application, but it should not take longer than 2 working days.
 
4. What should I do if my identity verification is unsuccessful? 
If your identity verification was unsuccessful, you may submit your application again after you receive the notification of failed verification.
 
5. What are the reasons for unsuccessful identity verification? 
If your verification failed, this could be caused by several reasons:
 
(i) Identification documents are unclear or unrecognisable. Please ensure that you are using the correct and original copy of the documents requested, that you are in a well-lit place, and that nothing is blocking your identification documents. 
 
(ii) Facial recognition is unrecognisable or blocked. Please ensure nothing is blocking your face when you perform the liveness check and follow the instructions displayed on the screen. 
 
6. How do I verify my identity? 
Users who have not activated/ set up their ShopeePay wallet

To activate your ShopeePay wallet, please proceed with the following steps:
 
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Step 1: Go to the Me tab 
Step 2: Click on ShopeePay 
Step 3: Click on Set up ShopeePay Wallet
 
Basic ShopeePay wallet users who have not verified their account
 
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Step 1: A the Shopee App Me page, click on ShopeePay
Step 2: Click on Me 
Step 3: Click on Settings
Step 4: Click on Identity Verification to view whether your account has been successfully verified
Step 5: Your account has been successfully verified
 
7. Can I continue where I left off if I dropped off halfway because of unpredictable circumstances?
If you drop off halfway, you will not be able to continue where you left off. You would need to restart the whole process again. Please allocate at least 10 mins for the completion of the whole process and ensure that you have your identification documents on hand.
 
8. Verifying your identity will allow you access to additional ShopeePay functions as below: 

Type of Account

Basic

Premium

Threshold for wallet holding limit (MYR)

2,999

9,999

Daily transaction limit (MYR) 

2,999

9,999

Monthly transaction limit (MYR)

4,999

20,000

Annual transaction limit (MYR)

59,999

120,000

 

⚠️ Note: 

 

  • Starting 24 February 2025, new users who verify their ShopeePay account will only be granted access to the premium account.
 
9. What are the types of ID accepted? 
Currently, we only support MyKad and Passport, with future support planned for MyPR, MyTentera, and UNHCR. No other identification card types will be accepted.

10. What should I enter in the First Name and Last Name fields?
If the First Name and Last Name fields are empty, please fill them in based on the following naming convention:
 

Name type

How to fill

Example

Names with “bin”, “binti”, “a/l”, “a/p”

First Name: All names before "bin", "binti", "a/l", or "a/p"



Last Name: All names, including those keywords

Full Name: Ahmad bin Ali

First Name: Ahmad

Last Name: bin Ali


Full Name: Siti Mimi Binti Tarudin

First Name: Siti Mimi

Last Name: Binti Tarudin


Full Name: Praveena A/P Suresh

First Name: Praveena

Last Name:  A/P Suresh

Names without “bin”, “binti”, “a/l”, “a/p” 

First Name: First word (usually the given name)



Last Name: Remaining part of the name

Full Name: Kristin Cheng Shu Jang

First Name: Kristin

Last Name: Cheng Shu Jang


Full Name: Kavitha Muniandy

First Name: Kavitha

Last Name: Muniandy


Full Name: Thomas Logan Holmes

First Name: Thomas

Last Name: Logan Holmes

Single Name

Input the same name in both First Name and Last Name

Full Name: Mia

First Name: Mia

Last Name: Mia

 
11.  I received an error message that my app is outdated during KYC submission. What should I do? 
If you see “Your app is outdated and cannot proceed with the identity verification, please update to continue” (or a similar message), update your Shopee and/or ShopeePay app from Google Play or the App Store, then try again.
 
Minimum required versions:
Shopee: 6.69.4
ShopeePay: 2.41.0
 
How to check your app version:
 
Shopee: Open the Shopee app > tap Me (bottom right) > Settings (gear) > About > Information (i) >  App version 
ShopeePay: Open Shopee app > Me > Settings > About ShopeePay > App version
 
Example: If your full string is "v3.62.35.6.83.3", the version to check is "6.83.3".
 
12. I wanted to activate ShopeePay but received the error message "Region Restriction". What should I do? 
This means ShopeePay activation is only available for users in Malaysia. If your IP address or device location appears outside Malaysia, you’ll see this message and can’t proceed. If you’re physically in Malaysia, restart the app and try again. 
 
13. Why am I getting this error message informing me that my IC number is already linked to a verified ShopeePay account?
If you are getting this error message, please contact Customer Service for further assistance. 
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